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Optibet Casino - Declined withdrawal due to free spins given by 'error'

RESOLVED
Complaint Info
Disputed casino Optibet Casino
Reason Declined payment
Posted on January 6, 2017

I received 100 free spins-31.dec.2016.i win 23.17 €.After I will make wager and I made withdraw request 600 euro.After 24 hours They said me via Live chat, so Free spins It was in error at my account and I can't payout any money.
i send documents.i m make deposit.
I send screen.
please help me
login optibet:agnsmo15

Posted on January 7, 2017

Hi Agnieszka,

Thank you for your message.

As our customer support explained, these free spins were credited to your account in error and as per our terms and conditions we reserve the right to cancel any incorrect bonuses and associated winnings.

As a matter of fact on 2nd screenshot you provided it's visible that free spins you received are OPTI2 freespins, which are 2nd deposit free spins in our welcome offer https:­//w­ww.o­pt­ibe­t.c­om/­en/­pro­mot­ion­s/c­asi­no?­p=49. However they were assigned to your account in error for just logging in.

Should you have any further questions feel free to turn to our customer support.

Best regards,
Optibet Team

AskGamblers
Posted on January 11, 2017

Dear @agnsmo15,

Are you satisfied with casino's response? Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will close this case accordingly.

Thank you for your cooperation.

AskGamblers
Posted on January 14, 2017

After a careful analysis of all the details and evidence which AskGamblers Complaints Team received from both player and casino management, we could confirm the fact that player claimed a bonus code /OPTI2/ and received free spins without actually qualifying for that bonus code and fulfilling the requirement of making a 20 euro deposit prior claiming the bonus. Instead player got the free spins without making any deposit due to human error made from a member of the Optibet Casino team.

As soon as the casino management found out the error they acted as per their terms and conditions and refused to pay any winnings accumulated while playing with balance derived from free spins credited by mistake.

Based on all the above mentioned, AskGamblers Complaints Team consider the case as resolved and it is being officially closed now. In case of disagreement with our decision player is free to look for further assistance on the matter from Optibet's regulatory body.

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